AccountId: 011433970860
ContactId: 1ace1a13-43f0-46cf-a029-e3da281c7727
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458000 ms
Total Talk Time (AGENT): 245885 ms
Total Talk Time (CUSTOMER): 249201 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/1ace1a13-43f0-46cf-a029-e3da281c7727_20250221T18:43_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling. I wanted to get some information on a cancer policy that my mother has, um, she's elderly and uh has dementia and I'm, I have power. I know you, I don't have it, you don't have it. I have power of attorney for her and I'm trying to go through and um look at all these policies that she's had for over the years.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can definitely help you um before we proceed, is it possible to get your name and a callback number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, absolutely. My name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And do you happen to have your mom's policy number by chance? OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I do. It's 6, her name is [PII]. Um, the policy number is 694633.
[AGENT][NEUTRAL] Thank you for that. And can you also verify her date of birth and mailing address, please?
[CUSTOMER][NEUTRAL] Yes, [PII], her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] Thank you for that. It doesn't appear that she has an email on file. Um, OK.
[CUSTOMER][NEUTRAL] No, she doesn't do any of that anymore she's.
[AGENT][NEUTRAL] Yes, ma'am. I understand. All right. Let me just make sure that she doesn't have more than one.
[CUSTOMER][POSITIVE] I mean I can give you mine. I'm just, I've been you know over the past year I've just been, you know, taking on the obvious things and then I there's just over time I've been going through everything to try to understand everything she has.
[AGENT][NEUTRAL] Yes ma'am. All right, so you stated you have power of attorney, so of course you do know with POA that gives us a little bit more leeway as far as what we can release to you so I am gonna be limited right now on what I can explain or release to you now if you can email us or fax us a POA, um, definitely you're gonna be handling her affairs we can document that on file and that way it won't be something that you'll have to do every time you call if necessary.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me email. I have a PDF of it, so can I email that to you?
[AGENT][NEUTRAL] Yes ma'am, you sure can. You can send that to our care team and it's [PII], [PII] and just put her policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she actually has 2.
[CUSTOMER][NEUTRAL] I can do that.
[CUSTOMER][POSITIVE] Oh she does OK.
[AGENT][NEUTRAL] Yeah. Yes, ma'am. It's the one that you gave me and then it's 694634.
[CUSTOMER][NEUTRAL] Yeah I have that 69 is that what I gave you 694.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Or did you give me the 6, OK, well then it's 694633.
[CUSTOMER][NEUTRAL] Oh, OK, that one I'm let me just I'm looking at this file, um.
[CUSTOMER][NEUTRAL] The one, the one, the 3, the one ends in 34 is what she says is her cancer policy.
[AGENT][NEUTRAL] They're both cancer policies. Yes, ma'am. Um, one's just, one's actually like a lump sum. So if she concurred cancer-related illness that was payable, she got a lump sum benefit amount, and then it would cancel. The other one is cancer too, but it's more on the basis if she sought medical attention.
[CUSTOMER][NEUTRAL] Oh, they both are OK. Well, I don't know if she knew.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And got things done due to that cancer-related illness that was payable on the policy, she could file for the medical expenses incurred.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and so I know this comes out of her checking account monthly, the premium, is that for both of those policies? It must be because I don't see anything else in her um.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Um, it looks like the total for both are
[CUSTOMER][NEUTRAL] It's 3379 yeah.
[AGENT][NEUTRAL] 79, yeah, and it may be coming out as one transaction um often when they are drafted on the same day it doesn't do a separate transaction because it's the same account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, what I, um, what was your name again? I'm sorry.
[AGENT][NEUTRAL] It's OK, Ms. [PII]. My name is [PII] and I'm in the customer service department.
[CUSTOMER][NEUTRAL] OK [PII], so what I'm trying to find out [PII] is I mean what I'm trying to do is um.
[CUSTOMER][NEUTRAL] My cousin who's an attorney, we've gone through all my mother's policies and she's way, she has lots of insurance she's taken out over the years, so we're just trying to go through and understand all of them. So for your this policy, I don't know if you can tell me this, we're just trying to understand like some of her policies like her nursing home policy, if she doesn't use it then it pays her estate a dividend.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] But I read through what was in her file from you all and I mean you know it's like now if if something is mailed to her we're lucky if we catch it. I mean I've got this from [PII] is the letter I'm looking at and that that's the beginning of her file but I'm just wondering if there's any benefit to this other than if she has cancer is there any kind of cash value to the policy?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That would it pay? No, it's just.
[AGENT][NEGATIVE] No, ma'am. It's not, it, it doesn't have any vested value like that. Our life policies are the only ones that do that. So basically, it is what you read. It's basically, if she gets cancer, those benefits are payable. She doesn't utilize it, she just paid for the premiums in the event that it occurred. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, it's like car insurance you use if you you right.
[AGENT][NEUTRAL] Right, exactly. That's a good example. Um, so if it's something that you guys think it's not feasible, what you can do is send us that POA and a written cancellation for me stating you would like to cancel both of them. Right now they've already drafted for this month and it's kind of the way she's getting drafted, she's getting drafted mid month so her policy rolls to the next month, mid month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] So if you'll send us a request before [PII], we can cancel her effective [PII] and we won't deduct any further.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] OK, OK, very good. All right, well that I guess that's what I'm gonna do. I mean she's gonna be [PII] in May and she's very healthy, but her mind is not good.
[AGENT][NEUTRAL] I understand, yes, ma'am. um, but yeah, I think that would probably be the best way to get it done. Um, you can email it, but if you'd like, you can also mail it or fax it, and I can give you that information too.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, well, do you think, I mean, do you think, um, I mean, email to me would be the fastest. I can't, I don't, I can't fax.
[AGENT][POSITIVE] Yes, it is the fastest, um, and we do send a confirmation that we received it and so forth and it's been completed as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] OK great OK well thank you so much [PII]. I appreciate it and I will do that right now. I'll send my power of attorney and I think I am just gonna terminate these I think because um.
[AGENT][NEUTRAL] All right, Ms. [PII]. I'm gonna notate our conversation that way we'll just have a notice and the representative that receives it don't know what's going on and we'll proceed from there. Is there anything else I can help you with before you go, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] No, that's it and I appreciate it so much.
[AGENT][POSITIVE] Thank you for calling APO you guys have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too. OK, bye bye.
[AGENT][POSITIVE] Thank you.